IT Support Analyst II

About AlphaSense: 

The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.

The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!

AlphaSense is the leading market intelligence platform for key decision makers. We power some of the world’s most well-respected institutional investors, corporations, and consultancies through the largest and most comprehensive database of primary and market information. Our products and services enable clients to discover unmatched insights and answers to the most challenging questions they face to help them make better informed decisions.

The IT Support Analyst will play a critical role in ensuring the smooth functioning of the organization's IT infrastructure. They will be responsible for supporting MacOS and Windows desktop environments, managing user identity lifecycles, and setting up and maintaining audio/visual equipment for both conference rooms and large-scale company all-hands meetings. They will also respond to helpdesk tickets and communications and support existing services such as SSO, G Suite, Zoom, Trello, Slack, MS Office 365, MDM, and Endpoint protection. This role presents an exciting opportunity to impact and enable hundreds of end-users on a daily basis as we scale our hyper-growth organization. 

Responsibilities

• Work with IT Operations Manager and team to build a seamless and efficient IT support experience for AlphaSense end-users.
• Support employee onboarding and device deployments, with a goal of achieving a zero-touch deployment for all new hardware assets.
• Maintain and recommend improvements to MacOS and Windows desktop environments.
• Assist with the development and maintenance of support documentation.
• Support existing services, but not limited to: Okta Identity Platform, Google Workspace, Zoom, Trello, Slack, MS Office 365, Kandji MDM, Microsoft Endpoint Protection, etc.
• Support audio/visual equipment for conference rooms as well as large-scale, company all-hands meetings (Zoom equipment, Web streaming).
• Purchasing/receiving assets and asset/inventory tracking.
• Build strong relationships with end users at AlphaSense.
• Contribute positively to the IT support team for AlphaSense, supporting other team members in achieving team goals and objectives.
• Be the primary point of contact between IT and building facilities to organize with external vendors

Qualifications

• Professional certifications, such as: Microsoft MCP, CompTIA A+, ITIL, Security+
• Experience supporting internal IT and business processes.
• Ability to communicate complex technical information to non-technical stakeholders
• Strong problem solving and troubleshooting skills
• Proficient with Windows/macOS desktop administration, primarily MacOS, and a strong background in imaging/deploying windows and macOS devices.
• Experience supporting end-user onboarding and offboarding activities.
• Ability to work within video conferencing services such as Google Meet, Webex, and Zoom.
• Experience with mobile device management and endpoint protection/antivirus (AV) software is a plus.
• Experience with network hardware and software such as Cisco Meraki is a plus.
• Soft skills: Customer service, excellent written and verbal communication, teamwork.

Benefits & Perks

#LI-Hybrid

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At AlphaSense we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.

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